Jump to ContentJump to Main Navigation
Disintegrating Democracy at WorkLabor Unions and the Future of Good Jobs in the Service Economy$
Users without a subscription are not able to see the full content.

Virginia Doellgast

Print publication date: 2012

Print ISBN-13: 9780801450471

Published to Cornell Scholarship Online: August 2016

DOI: 10.7591/cornell/9780801450471.001.0001

Show Summary Details
Page of

PRINTED FROM Cornell University Press SCHOLARSHIP ONLINE (www.cornell.universitypressscholarship.com). (c) Copyright University of Cornell University Press, 2019. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in Cornell for personal use. date: 22 October 2019

Conclusions

Conclusions

Chapter:
(p.210) 6 Conclusions
Source:
Disintegrating Democracy at Work
Author(s):

Virginia Doellgast

Publisher:
Cornell University Press
DOI:10.7591/cornell/9780801450471.003.0006

This book has explored cross-national variation in employment systems and changing patterns of inequality within countries through case studies of call center workplaces in Germany and the United States. It has shown that poor job quality is not universal in call centers. At a time when U.S. telecommunications firms were rationalizing and de-skilling their frontline service and sales jobs, their German counterparts were investing in skills and expanding worker discretion. These high-involvement employment models were not adopted by employers who sought to gain competitive advantage in high-end, high-quality market segments. Instead, firms adopted organizational restructuring measures such as outsourcing to move call center jobs outside of existing collective bargaining units. This chapter summarizes the book's findings and discusses their implications for comparative theory and research, policymakers, and labor unions.

Keywords:   employment, Germany, United States, job quality, call centers, telecommunications firms, organizational restructuring, outsourcing, labor unions, collective bargaining

Cornell Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs, and if you can't find the answer there, please contact us.